Are you trying to find new ways to increase productivity while juggling multiple responsibilities? If you’re like many business owners, you may find that your burden is eased somewhat by relegating some functions like payroll or call center duties to a dedicated outside service provider. Call center plus services take the notion of any time customer service up to the next level while saving you time and money.
What is the ‘Plus’ in Call Center Plus?
If a call center is the main hub of interaction between you, your associates and your customers, a call center plus acts as a fully automated, personalized communications network that runs 24/7. While no two service providers are the same, most automated customer service centers handle call routing and scheduling as well as such functions as:
– taking messages and routing them to the correct associate
– monitoring and responding to emails and online inquiries
– scheduling and dispatching service personnel and technicians
– processing orders
– call screening
Most call centers use detailed databases to provide personal service based on customer history to help ensure a better overall experience. When you’re able to assist your customers quickly and in a more efficient manner, it also means less time spent trying to direct calls to the proper agent or department while allowing your staff to focus better. That creates a win for the customers and for you.
In-House Call Centers Versus Outsourcing
You may wonder why you need an outside service provider to handle the same duties that a PA or receptionist could handle, especially if you have a small business. However, even the most talented multi-tasker is unable to process large volumes of calls, automatically redirect calls based on a convergence of customer need and associate skill level, or handle middle of the night emergencies as fast or as efficiently as an automated system that’s specifically set up to respond to the particular needs of your business.
Choosing a dedicated company to handle your business calling and correspondence means more than just cost or time savings for you and your staff; a dedicated service provider does one thing, and does it well. Aside from reducing payroll and allowing your employees to respond to the most important job elements first, you’ll also have less infrastructure to support and maintain. That translates to less upfront investment in equipment lease or purchase, installation and maintenance, and usually a smaller ongoing cash outlay.
With dedicated call center plus support, all networking and connectivity capabilities, both virtual and physical, are normally housed with the service provider, who is responsible for updates, repairs and system trouble-shooting. This reduces the resources and space you need on-site, as well as the need for an IT professional, and puts the responsibility for upkeep on the service provider. Since call center providers deal with a wide range of customers who have an array of needs, service providers usually have the most current technology and more powerful hardware and processing abilities.
Customer service is about service first and foremost. When you have the right system in place to provide a superior level of assistance, you’ll decrease incidences of dissatisfaction and retain more business. You can learn more about the advantages of call center automation and other technologies that are designed to help your business thrive by contacting a reputable service provider.